Excerpt from The 7 Essential Steps to Successful eBay Marketing
…one of the sidebars from Chapter 6 (Customer Satisfaction and Retention)
Got an Annoying Customer? Try a Little Tenderness
We´ve all experienced them at one time or another: dumb questions, delinquent payments, "the dog ate my homework" type of excuses. Frustrating as they may be, these little annoyances are simply part of selling on eBay. So what´s a seller to do? The main rule is not to lose your cool.
Author Janelle has a favorite e-mail story. She has a listing that says "FREE SHIPPING" in the title as well as in three different places in the item description. And, of course, it says $0.00 in the shipping and handling box. So what´s the Number 1 question she receives about the item? Yep, you guessed it-"How much is shipping?"
While it´s tempting to respond with a snide remark about the potential buyer´s eyesight or offer him a "special offer" of only $5 for S&H, Janelle plays it smart and answers it straight with "Free shipping on this item is my gift to you." (This is where it comes in handy to have your file of prewritten e-mail responses.)